Delivery & Returns
Delivery Information
We currently deliver within the United Kingdom only.
Delivery costs
Every We Caught Santa pack includes FREE Royal Mail 2nd Class delivery.
If you'd prefer an alternative delivery service, you can choose from the following options at checkout:
-
Royal Mail 1st Class — £3.20
-
Royal Mail Tracked 48 — £2.90
-
Royal Mail Tracked 24 — £3.90
Processing and dispatch
Each We Caught Santa pack is prepared and personalised for your order. We aim to dispatch orders as quickly as possible, and you'll receive a dispatch confirmation once your pack is on its way.
Christmas delivery
We recommend ordering early to allow plenty of time for your pack to arrive before Christmas. As Christmas approaches, we'll provide guidance on the latest recommended ordering dates.
Please remember that Royal Mail delivery times are estimates and may be affected by increased demand during the Christmas period.
Returns & Cancellations
Change-of-mind returns
Each We Caught Santa pack is prepared with personalised elements specifically for your order. Because of this, we don't generally accept returns or offer refunds simply because you've changed your mind.
This does not affect your statutory consumer rights, including your rights if an item is faulty, damaged, incorrectly supplied or not as described.
Cancelling an order
If you need to cancel your order, please contact us as soon as possible at support@wecaughtsanta.co.uk.
If we haven't started personalising your order, we may be able to cancel it and issue a full refund.
Once personalisation has begun, we generally cannot accept change-of-mind cancellations. However, your statutory rights remain unaffected.
How to contact us about a return
If you believe there's a problem with your order, please contact us through our Contact Us page, including your order number and a brief description of the issue.
We'll review the circumstances and explain the next steps. Please don't return any items without contacting us first.
Damaged, Missing or Incorrect Items
If your We Caught Santa pack arrives damaged, contains an incorrect item or is missing something, please contact us through our Contact Us page as soon as possible.
Please include your order number, a description of the problem and, if possible, photographs showing any damage or incorrect items.
We'll review the issue and arrange an appropriate solution, such as sending a replacement, supplying a missing item or issuing a refund where applicable.
We understand how important your We Caught Santa experience is, especially in the run-up to Christmas, and we'll do our best to resolve any problems promptly.
Your statutory consumer rights remain unaffected.
Your Santa Photograph
Uploading your photograph
Your We Caught Santa experience includes a personalised photograph showing Santa in your own home.
After placing your order, you'll receive instructions explaining how to upload a photograph of the room where you'd like Santa to appear.
We recommend uploading your photograph as soon as your Christmas decorations are in place.
Photograph upload deadline
Your initial photograph must be uploaded by 11:59pm on 23 December 2026 (UK time).
If we review your photograph and ask you to provide a replacement, we'll explain what needs changing and the deadline for submitting it.
This deadline help us prepare your personalised Santa photograph in time for Christmas morning.
If something goes wrong
If you've followed our photograph instructions and met the required deadlines, but a problem on our side means we cannot provide your personalised Santa photograph in time for Christmas morning, we'll give you a full refund of your order, and you can keep the physical evidence pack.
This promise does not apply where the photograph cannot be completed because the initial photograph or a requested replacement was not provided by the applicable deadline.
Your statutory consumer rights remain unaffected.